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We purchased and activated a iPhone 5 at the end of January for our son. Last week we noticed that it was not holding a charge and finally it stopped turning on. We were unable to even turn it on thru recovery mode... I waited an hour on hold to speak to a representive and even received an email that a ticket was submitted start the RMA process, however I have not yet received the return label and that was 5 days ago. How long should this process take?